Board processes claims correctly but needs to explain its actions more clearly
Ottawa, 8 June 2006—The Workers' Compensation Board of the Northwest Territories and Nunavut complies with the relevant laws and policies in processing injured workers' claims for compensation, said Sheila Fraser, the Auditor General of Canada, in her report to the Northwest Territories Assembly tabled yesterday. However, a small number of complex claims remain unresolved after a number of years.
"Their number may be small, but these cases are costly in terms of negative publicity, staff time, appeals expenses, legal fees, and especially the psychological toll on claimants," said Ms Fraser. "I encourage the Board to find better ways of resolving differences of opinion on complex issues."
The audit found that while the Board has made some recent improvements to its procedures, it has not been clear enough in its communications with workers applying for compensation. This has contributed to unrealistic expectations and frustration among claimants.
"The Board needs to do a better job of explaining its rules, procedures, and—above all—its limitations," said Ms Fraser. "The people affected should not have to wonder how the Board arrives at its decisions and what the decisions mean."
The audit also found that the Board's Governance Council lacks certain technical capacities. The current process for appointing Council members does not clearly specify the technical competencies needed on the Council, and members are not given adequate training to strengthen technical capacity.
The report notes that the Board has not consulted adequately with stakeholders about its policies. However, at the Governance Council's direction it is testing a new approach that uses a variety of ways to obtain input from employer and employee groups.
The audit was conducted at the request of the Northwest Territories Legislative Assembly and with the concurrence of the Nunavut Legislative Assembly.
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Information:
Julie Hébert, Communications
Tel.: (613) 952-0213, ext. 6292
E-mail: communications@oag-bvg.gc.ca
